Staff Application Operations Engineer/Quality Management

About Us: GE is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through our people, leadership development, services, technology and scale, GE delivers better outcomes for global customers by speaking the language of industry.

Role Summary: The Digital Workplace Solutions (DWS) within CoreTech is responsible for delivering world class end user support.In this role, you will work closely with several levels of the regional Service Desks and other internal teams to manage the service globally to ensure the consistent and the best of class support services to our customers. You will be responsible for identifying improvements to the support process, and drive changes to improve the service quality and the customer experience.

Essential Responsibilities:

Develop an effective quality control process for DWS support services globally

Act as a Subject Matter of Expert within DWS for service quality control

Create reporting package for executive & operational review

Work closely with the regional support operation teams and service owners to educate the quality review process

Conduct the audits of the support service, and produce an accurate reports including the improvement plan

Lead improvement processes and projects

Design, build and conduct training

Provide feedback to the knowledge management team based on the quality reviews

Engage reporting team to create automated quality reports and dashboard

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